Totaal aantal pageviews

vrijdag 19 november 2010

When Does Customer Service Excellence Become ‘Legendary?’

In my previous blogs I like to believe I’ve shown you the importance of service excellence. A good question would be; ‘what is service excellence exactly?’ So below you find an article that gives you a straight forward answer.

The entire article is an extreme example of what they call legendary service. The company called L.L. Bean is an clothing internet retailer, and a certain gentleman once bought warm silk underpants on which there was a life time guarantee. Twenty years later he moved to Japan and the underwear, which had become no more than a rag, was no longer necessary in the warmer climate around the equator. He posted the underpants and sent them all the way back to the state of Maine. Because L.L. Bean cares a lot about their customers, they’ve sent a new pair back and they even repaid the shipping costs.
We have to agree this is an example of legendary service. 

Cédric Van Helleputte

Geen opmerkingen:

Een reactie posten